Collaboration will improve call center experience for members and 1.5 million providers with AI agents
SAN FRANCISCO AND WOONSOCKET, RI — May 28, 2026 — Salesforce (NYSE: CRM), the world’s #1 AI CRM, and CVS Health (NYSE: CVS), a leading health care solutions company which serves 185 million people each year, today announced an expansion of their collaboration to simplify and streamline call center interactions for members and providers across multiple CVS Health businesses. This expanded use of Agentforce Health, Salesforce’s industry vertical solution for health care that brings humans, data, and AI agents together on a deeply unified platform, reinforces CVS Health’s leadership position in leveraging AI to personalize the member call center experience and better meet members’ health care needs.
Driving Customer Call Center Engagement with Data and AI
CVS Health will leverage Agentforce Health to support its Aetna and CVS Caremark businesses on a secure call center platform.
The call center platform will use AI agents to provide real-time insights, empowering CVS Health member care colleagues to resolve inquiries faster and with clinical integrity and oversight. Salesforce’s technology will connect CVS Health’s data, as permitted by applicable laws and client contracts, to help ensure member care colleagues have a complete view of a member’s health profile when they are interacting with different CVS Health businesses. This will enable CVS Health member care colleagues to address members’ challenges in a single interaction where possible and appropriate for the member. The platform will remove friction from the experience by giving AI agents access to the information they need to quickly support members and CVS Health member care colleagues, creating a more personalized and easier call center experience.
